• Communications Management – Effective communication is essential to executing high-volume, mission-driven government programs. We align messages and engage the workforce with internal communications, newsletters, and employee engagement and recognition programs. We produce all required technical writing, including presentations, desk guides, white papers, procedure documentation, and job aids.
• Contact Center Operations – Serco helps stand up and operate integrated contact centers that are scalable, highly efficient, and provide excellent citizen service. The scope of our service includes inbound and outbound calls from Tier 0 to Tier 3, email and e-messaging, generating notices, and ad hoc and targeted programs to provide outreach and support.
• Customer Experience Strategy - Serco applies the concept of customer experience, or CX, to government services by looking at the end-to-end journey of a citizen or stakeholder and optimizing each element and touchpoint, from the website to accuracy of the information, ease of use, and quality of interactions and care demonstrated by each representative.
• Mailroom Operations – We help customers automate and digitize mailroom operations using intelligent optical character recognition (OCR) technology to digitize documents, extract relevant data with robotic process automation, and then associate the relevant documents to case files using decision management tools.
• Performance Management – Serco takes a comprehensive approach to performance management, beginning with defining critical program requirements and establishing controls to identify risks and report on the production workforce. From there, we identify opportunities for cost and quality improvements and design the organization to maximize mission effectiveness. We employ intelligent systems with business rules and robotic process automation (RPA) to meet or exceed high-volume service-level agreements.

Delivering Customer Benefits

• A trusted partner of governments
• Rapid delivery of services
• Secure, cutting-edge technology
• Optimized contact center performance
• Personal customer experience (CX) at scale
• A culture of care for our employees
• Continuous improvement
• Responsible ESG (Environmental, Social and Governance) Company
• Serco@home model for remote agents
• Best value solutions